Danaher Corporation Scientific Commercial Excellence Manager in Boston, Massachusetts
Customer Success Manager (CSM) is responsible for building a solid relationship with all of our customers within a designated area and will collaborate with internal SCIEX partners to ensure that they address customer needs and growing the aftermarket business. CSM is responsible for all of the SCIEX Aftermarket Sales; Service and Software Support Contracts, Fixed Price Products, Parts, Consumables and Software License products, within their designated area, driving revenue and order growth by creating a sales funnel from promotional marketing, following up on existing customers, new customer acquisition, cross-selling to existing customers, and working with distribution channels, technical sales specialist for increased sales.
Responsible for meeting and exceeding assigned geographic territory/accounts forecast and targets (> $XM) through exceptional selling skills, effectively manage all stages of the sales cycle and managing the customer experience.
Negotiate large/complex contracts, fixed price services, consumables, software licenses and part orders, and creates sales strategies to meet/exceed the sales plan.
High level of knowledge of analytical methods, techniques, and workflows from various work environments
Ability to independently research, develop, and present solution-oriented separation and sample preparation methods for “hot areas” based on SCIEX technology and products.
Experience operating and maintaining LC/MS/MS systems (SCIEX preferred)
Manages territory core aftermarket business, and partners with colleagues in field sales, application, technical specialists and field service to develop and implement successful account strategies.
Responsible for the development of the business within the territory and within assigned accounts.
Manages opportunities in SFDC (CRM tool), SFDC sales funnel is managed real-time and assumes ownership and accuracy.
Increase Aftermarket Sales by marketing driven campaigns, digital marketing, sales organization activities, and customer inquiries.
In depth understanding of sales prospecting techniques to strengthen the network, improve the sales cycle, and build incremental order and revenue growth.
In depth understanding of SCIEX Mass Spectrometer, Ancillary and Software products
Respectfully navigates to identify the key decision makers and influencers while qualifying new business opportunities and further developing customer experience
Utilizes understanding of how own sales team integrated with other functional teams to achieve objectives
Leverage breadth of organization to achieve strategic sales results
Acts as a resource for colleagues; may lead small projects, with manageable risks and resource requirements
Solves complex problems; takes a new perspective on existing solutions; exercises judgement based on the analysis of multiple sources of information.
Explain products and answer questions from prospective customers
Partner closely with colleagues to develop and implement successful account strategies.
Daily/Monthly Measurement (KPI’s), Renewal capture rate growth and Warranty conversion rate growth over prior year within territory
Performs account analysis to present business reviews with regular cadence and/or ensure account profitability
Presents territory results, trends, challenges and opportunities at meetings as required.
Works closely with MDM and technical specialists to identify areas of opportunity for new service product offerings to maintain and grow assigned territory
Meets regularly F2F with customer throughout their buying journey or their service entitlements to ensure customer success and building brand loyalty
Conducts and/or participates in special projects as required
Education and/or Work Experience Requirements:
Bachelor's degree (B.S./B.A.) in Life Sciences or equivalent experience that provides knowledge and exposure to fundamental theories, principles and concepts
MS Chemistry or Life Sciences with 3 plus years of experience in mass spectrometric analysis
Mass Spec Workflow experience/expertise preferred
Completion of additional college level courses in sales or marketing are desirable.
At least 5 years successful experience in direct sales is preferred but not required
5+ years’ experience in a Sales role; including making sales presentations, negotiating and closing sales.
Prior experience selling service and software agreements is a big plus
In depth understanding of Life Science products and instrumentation and our markets preferred.
Usage of SCIEX instrumentation and software is a plus.
Experience in sample prep and method development for mass spec applications
Travel required/Valid Passport/Valid Driver's License:
Travel by vehicle or airplane within assigned geography, up to 70% overnight travel may be required.
Meeting Vendor Credentialing requirements are an essential element of this position.
Strong Effective Communication; excellent oral & written communication skills, Superior telephone etiquette, build relationships and problem solving in the moment with clear details, facts, and follow up activities, speaks credibly with customers, delivers a compelling message with ability to go off script. Persuasive communication abilities, Ability to lead by example, setting high standards for effective communications both internally and externally.
Positive attitude with a great outlook to actioning objectives and works with integrity.
Actively participates in workshops/Kaizens to improve business operations
Intermediate computer skills including Microsoft Office Products (Excel, Word, Power Point & Outlook).
Demonstrated ability to learn quickly with a willingness to obtain functional knowledge and understanding of company products, policies and procedures.
Demonstrated ability to work independently and in a team environment to improve workflow support to customers.
Strong negotiation skills with excellent listening, time management, organizational and interpersonal skills; ability to compile and present data, prioritize tasks while meeting deadlines, ability to work well in stressful environments and to remain calm and positive in adverse situations.
Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The “EEO is the Law” poster is available here.